Bruce Crow Email & Phone Number

- Developed Reliability Analytics for Smart Meters including Weibull and Crow AAMSA corporate training- Change Point Model – Led cross-functional project that developed a predictive model that identifies potential electric theft conditions- Mentored 8 Customer Care Call Center Six Sigma teams that won the Customer Service VP, FPL Corporate quality award (2014) and represented FPL at the Florida Sterling Conference- FPL certified trainer for Six Sigma DMAIC / Lean and Design for Six Sigma methodologies along with their associated statistical tools and techniques- Provide individual annual mentoring for 20+ candidates working towards a Six Sigma certification (Green to Master Black Belt) with project solutions to FPL Customer Service business functions- Undocumented Meter Conditions – Team project that identified $3.6MM back billing and identified $5.4MM lost revenues; identified countermeasures for Current Transformer metering; On-going revenues of approximately $10MM/yr - Initial Deposit program; savings of $1MM+ NPV (2 yr)- Developed the Service Quality / Critical to Business tracking and dashboard to improve Customer Satisfaction and manage the related process risk - Customer Service quality and statistical consultant for all elements of FPL Customer Service and Marketing business units (2000 employees)

Miami/Fort Lauderdale Area

- Certified Six Sigma Black Belt (BMGi, 2006); developed an Initial Deposit evaluation method for new customer accounts; Project focused on 30K customers with 0-6 month short-term service that wrote-off as bad debt- Rewrite of the Payment Extension process; System handles 1.8MM transactions annually and manages a $150MM+ portfolio in extended credit requests - Developed with vendor, a behavior scoring / risk model to manage 4MM+ FPL active accounts and determine all collection actions and supporting systems for FPL portfolio- Developed a statistically based time factor system at the zip code level to measure productivity for 100 field collectors for monthly Pay for Performance awards- Planned and deployed the Advantex wireless routing and scheduling process for 95 field collectors and to automate all daily work assigned and routed for field operations

Miami/Fort Lauderdale Area

- Developed System-wide Pay for Performance program (Residential Field Services)- Developed DSM Contractor mailing program (~1000 contractors)- Developed Workforce Management Program for residential field processes- Developed Residential Customer Satisfaction Program for Care Center surveys- Developed Prearranged Outage Customer Call program for Customer Care Center- Developed the Diagnostic Repair System for field computer equipment- Provide training to field subject matter experts- Quality Lead Facilitator for Miami District Branch Offices and Miami Beach District; Service Planning, Customer Service and Bargaining Unit employees) providing all levels of support toward FPL’s corporate goal of winning the Deming Overseas prize; support included formal documentation presented to the JUSE examiners- Rotational Supervisor for Claims, Small Commercial, Technical Specialists and Commercial / Industrial Building Envelope program employees – South Area jobs - Pilot a spread spectrum radio network system (Metricom Project) including cost analysis to integrate the technology with Load Control Operations, Substation Load Monitoring and Automated Meter Reading- Developed monthly system conservation targets based on territorial demographic and historical closure rates by program (Water Heating, Window and Surveys).- Performed all Commercial / Residential sales and service occupations, such as billing complaints, basic customer requests, claims, call center operations, service Interruptions issues and all direct customer service and back-office operations